Reminding a client
A document waiting for the client (quote, agreement or prerequisites to sign, requested document not uploaded) can be reminded in one click from the Document Center. A document already sent is never re-sent: it is reminded. Document requests can also remind on their own.
Manual reminder
- Open the project, Document Center tab. In the By inspection view, when a sent document awaits its signature, step ②’s next action becomes Remind; in By status, the bell sits on every Waiting for the client row, and in the document sheet too.
- Click Remind.
- The client receives an email in your branding, deliberately generic: “one or more documents are awaiting your signature” (or “documents to provide”, or “are waiting for your action”), the deadline if any, and the Open my client portal button. The documents are not named: the client sees in their portal everything left to do. The secure link is extended by 90 days on every reminder.
24-hour lock: a document or request reminded less than 24 h ago cannot be reminded again; the button is greyed out and the tooltip says when the next reminder becomes possible. It protects against duplicates, it does not cap the number of reminders.
For a document request, the sheet of a requested document shows the Document request block with a Remind the whole request button: a single email for every document still expected.
For an agreement with two signers, each signer line of the journey has its own Remind: the reminder goes to that person’s portal only, and the 24-hour lock is counted per signer.
Automatic reminders of requests
When the Automatic reminder switch is on for a request (the default), Lumos sends the client a reminder itself:
- after 48 h without a response (the request’s interval), then every 48 h;
- 3 reminders at most;
- as long as at least one document is still expected, the deadline is not more than 7 days past and the client’s link is not revoked.
You can turn automatic reminders on or off later in the Document request block of the sheet, which also shows how many automatic reminders were sent. A manual reminder does not count toward the 3 automatic ones.
Where to see reminders
- Document sheet: “Last reminder” and the reminder count.
- Activity feed of the project: one “Reminder sent” entry per document, with the actor (you, or “system” for automatic ones).
- Row: the button greyed out for 24 h after a reminder.